FAQ - Frequently Asked Questions
Frequently Asked Questions 💬
📦 Delivery and Shipping
What are the delivery times?
• Metropolitan France: 2 to 5 working days
• Europe: 5 to 10 working days
• International: 7 to 14 working days
Do you offer free delivery?
Shipping costs are automatically calculated based on your destination and the weight of your order. Free delivery promotions are regularly offered.
How can I track my order?
A tracking number will be sent to you by e-mail as soon as your package is shipped.
🌿 Products and use
Are your products 100% natural?
Yes! All our products are formulated with premium natural ingredients, from traditional Moroccan craftsmanship.
Are the products suitable for sensitive skin?
Our products are natural and gentle. However, we recommend doing a patch test on a small area of skin before first use.
How to use black soap?
Apply to warm, damp skin, leave on for 5 to 10 minutes, then rinse. Then use a hammam glove to exfoliate.
How often should I use clay masks?
1 to 2 times a week for optimal results.
💳 Payment and security
What payment methods do you accept?
We accept credit cards (Visa, Mastercard, American Express) via secure Shopify Payments. All transactions are encrypted.
Is my bank data secure?
Absolutely! We use SSL encryption and do not store any bank information.
🔄 Returns and refunds
Can I return a product?
For hygiene reasons, only unopened and sealed products can be returned within 14 days of receipt.
What if my product arrives damaged?
Contact us immediately at bynineltresor@gmail.com with photos. We will send you a replacement.
📧 Contact us
How to contact you?
📧 Email: tresorsbyninel@gmail.com
📍 Location: France FR
⏰ Response within 24-48h
Phone: 0041 77 955 65 49
Do you have another question? Feel free to contact us! 💛